About the Knowledge Base
Search all the Knowledge Base
Testimonial: I have found that the new HDAA Knowledge Base reduces the time it takes me to research industry stats & reliable information for the ITSM sector. It’s easy to use search functionality encompassing KCS principles, helps to filter & tailor my searches more accurately & there are numerous new services now available through the website. Every time I return to the site there is new information published. Very impressive.
Chris Powderly, Support & Services Manager, Allens
People Management , Process Management , Strategy Management , Technology Management
Communication , Reward & Recognition , Training & Development , Workforce Planning , Business Analysis , Communication , Design & Development , Financial Management , ITIL Framework , Knowledge Management , Project Management , Reporting , Service Catalogue , Business Relationship Management (BRM) , Governance & Risk Management , Measurement & Reporting , Organisation Development, Change & Culture , Planning – Strategic, Tactical & Operational , Service Definition & SLA's , Vision, Mission & Objectives , Categorisation , Channel Management , Process Automation & Interfaces , Social Media Integration , Tool Selection
HDAA , ITIL , ITSMF , Perfomance management , macanta consulting , tool selection , business development , training and development , service catalogue , business relationship management
Why is it so hard! , Whistling Dixie , Unicorns, Horses and the Rise of DevOps , Tug of War: Service & Project Management & Life as an ATO , The Value of Training
Tristan busy with itSMFNZ planning.
Simone listening to the evolutionary ITSM discussions on social media.
Karen preparing for the Peter Hepworth visit to Australia.
Guest: Nanyi Gong is the ICT Manager at Laidlaw College. Laidlaw is an evangelical tertiary institution offering government accredited programmes in theology, ministry, counselling and teaching. At Laidlaw, (IT)SM has been not only applied to IT but also to other areas of the business including Facilities.
IT implemented first ITSM tools in October 2011. There are only 2 IT people in house. Decided to embrace more structure to manage outsource relationship. By May 2012 Facilities started to look at ITSM and the supporting tools.
Nanyi shares some interesting statistics – Facilities now have as many tickets as IT.
If you are not adding value why add more complexity? Keep it simple.
ITSM tool used mainly to manage demand. Took 4 weeks to define the services offered.
Nanyi quotes Aprill Allen in that a little bit of bribery is needed so Nanyi’s coffee and chocolate budget blew!
An authentic role model, added value and a trust relationship are needed. Need to get out into the business and understand what they need
Tools and processes have to be flexible and customised to business needs
Trying to get plumbers to log tickets didn’t work!
Service management for Shared Services at Department of Conservation in NZ
The business now loves the ability to measure and manage.
CERN uses ITIL to rethink facilities management.
Being a member of itSMF was invaluable for Nanyi’s research and not reinventing the wheel.
Why don’t we use CRM tools for service management?
If the ITSM tool is shared across the organisation, who foots the bill?
The CFO was the first person to log a ticket in the ITSM tool!
Be authentic, be a role model, add value and build a trust relationship….and your chocolate and coffee budget needs to be big enough
Peter Hepworth visiting Australia in December. There will be a ½ day presentation and interactive workshop on 3rd December in Sydney and 4th December in Melbourne. Seats will be limited so watch out for the announcement and book early.
CIO magazine publishes Gerard Norsa’s article ‘New Approaches to IT Service Management’ reflecting his discussion with two CIOs at the itSMF VIC Q3 seminar.
Carsale.com.au win CIO 100 top gong for innovation.
When Hashtags go wrong
Why we need backups!
The team will record end of year and the “farewell for now” podcast on December 12th 2013.
Suggestions for guests and podcast content to email@example.com
No Result Found
- Contact Us
- IT Membership
- Support Centre Association
- Comparison Guide
- Price Guide
- Membership Conditions
Training & Workshops
- Training Courses
- Recent Workshops
- Cancellation & Transfer Policy
- ITIL Training
- ITIL Foundations
- Support Centre Consulting
- Service Desk Consulting
- Help Desk Consulting
- Media Kit
- Update your details
- New account
© Copyright HDAA. All rights reserved.
HDAA - Energising the Service & Support Profession
Help Desk Association Australasia Pty Ltd trading as HDAA
T: 1300 130 447 T: +61 (0) 2 9986 1988 F: +61 (0) 2 9986 1330
W: www.hdaa.com.au A: PO Box 303, Turramurra NSW 2074 Australia
ABN: 20 088 292 755
Our Services: ITIL | ITIL Training | ITIL Foundations | IT Membership | Service Desk Association | Support Centre Association | Support Centre Training | Service Desk Training | Help Desk Training | Support Centre Consulting | Service Desk Consulting | Help Desk Consulting
ITIL® and PRINCE2® are registered trade marks of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
RESILIA™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The APMG-International Service Catalogue and Swirl Device logo is a trade mark of The APM Group Limited.
DevOps Foundation®, is a registered mark of the DevOps Institute.
HDI® is a Registered Trade Mark. HDAA is the Australasian Gold Partner of HDI®.
KCSSM is a Service Mark of the Consortium for Service Innovation™.
WEB DEVELOPMENT PARTNER